We are keen to hear from anyone who believes we have fallen short of the high standard set for ourselves so that we can put it right.
You can provide your feedback by emailing [email protected] or, alternatively, you can write to the following address:
Twins Trust
10-18 Union Street
London
SE1 1SZ
We welcome your feedback, comments, suggestions and complaints - whether they're good or bad. Without them, we cannot improve. We promise to take your complaints seriously and to deal with them as quickly as possible.
We will acknowledge your feedback within ten working days and respond as soon as we can. If you are not happy with the response you receive, please let us know in writing and we may escalate your concerns to our CEO/Trustees for further investigation.
If your complaint is about our fundraising activities and we are not able to resolve it to your satisfaction, you are entitled to contact the Fundraising Regulator, an independent body who set and maintain the standards for charitable fundraising. We follow the Codes of Fundraising Practice and commit to follow the Fundraising Promise which set the standards for fundraising activity throughout the UK.
Twins Trust displays the Fundraising Regulator logo to show you that we're following these standards. By using this logo, we want you to know that you can trust us and fundraise or donate to our charity with confidence.
Should you decide to take your complaint directly to the Fundraising Regulator use the online complaints form or call 0300 999 3407. Find out more on the Fundraising Regulator's website.